Cisco Unified Contact Center Enterprise Solution Reference ...

IPT: Single Site
SIP Support
Q.SIG Support
2-6
Cisco Unified Contact Center Enterprise 7.x SRND
Chapter 2 Deployment Models
The Unified CCE Gateway PG can connect only to a Unified CCE child that is using the Unified CCE
System PG or to Unified CCX 4.0x or later release. If the Unified CCE child has multiple Unified CCE
System PGs and peripherals, a separate Unified CCE Gateways PG peripheral must be installed and
configured for each one in the Unified ICM parent system. A Unified CCE Gateway PG can manage
multiple child Unified CCE peripherals, with up to five child systems.
Unified CCE 7.0 agents can use Cisco Unified CallManager 5.0 SIP phone models 7941, 7961, 7970,
and 7971. The 7940 and 7960 phones support SIP with Cisco Unified CallManager 5.0, but they cannot
be used for Unified CCE agents. The lower-end Cisco IP phone models and third party phones also
cannot be used as SIP phones for Unified CCE agents.
Unified IP IVR and Cisco Unified Queue Manager are notified of caller entered digits (DTMF input) by
way of JTAPI messages from CallManager. Unified IP IVR and Unified QM do not support mechanisms
to detect inband DTMF digits. In deployments with SIP voice gateways or SIP phones that support only
in band DTMF (or are configured to use inband DTMF per RFC 2833), CallManager must invoke an
MTP resource to convert the inband DTMF signaling to out-of band signaling so that the Unified IP IVR
or IP QM can be notified of the caller entered digits. Therefore, in environments that include these SIP
phones or gateways, it is necessary to provision sufficient MTP resources. This should be kept in mind
if the phones need to interact with Unified IP IVR or Unified QM applications.
Cisco Unified CCE does not support using Q.SIG trunks with the Cisco Unified CallManager
deployment.
Cisco Unified Mobile Agent
IPT: Single Site
For deployments using Cisco Unified Mobile Agent, it is important to consider the location of the voice
gateways that will be used to call agents because their location has design considerations for silent
monitoring, call admission control, and other areas. For design guidance and considerations for
implementing Cisco Unified Mobile Agent, see the chapter on Cisco Unified Mobile Agent, page 6-1.
A single-site deployment refers to any scenario where all voice gateways, agents, desktops, phones, and
call processing servers (Cisco Unified CallManager, Unified ICM/Unified CCE, and Unified IP IVR or
Cisco Unified Customer Voice Portal (Unified CVP)) are located at the same site and have no WAN
connectivity between any Unified CCE software modules. Figure 2-1 illustrates this type of deployment
using the System Unified CCE model.
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